The Wow Factor

Yes, it's true...American Idol has started it's new season. That's good news at our household as we always enjoy "family time" when we watch the show. As always, the first few weeks of the show highlight the auditions (where you can also observe a cornucopia of mental illnesses). For those with actual talent, I would imagine that the audition process is intimidating and quite overwhelming.

These contestants have a mere 5 minutes or so to make a positive impression on the judges. How do you "wow" someone in 5 minutes? You've got to have a good voice of course, but what else can you do to get noticed or be remembered (other than walking around naked)? It suddenly dawned on me that we also must "wow" clients coming to our hospital in a very short time span. Studies show that first impressions are powerful. If the first encounter is rough, it's very hard to get a second one. So...how do you make the most of those first few minutes?

There are the obvious things...a clean, uncluttered lobby, a warm environment, and friendly people, but I wonder what else pet owners look for in choosing a veterinarian? Most of the time, a client's first impression of us occurs before they even meet the doctor. Those precious few minutes are important (especially in our city where veterinary hospitals are practically tripping over each other).

My question to you is: how do you impress a pet owner in just a few minutes? What kinds of things should be done to stand out? I welcome your ideas (now is your chance to be Simon Cowell)!

--Dana

Comments

[Laurel]

Well, Simon always tells contestants that their music should be age appropriate and unique, not the same songs everyone has heard before or a song that has been done so well by someone famous that you can't possibly live up to it...

For me, I look for similar things in a vet (or doctor or dentist, etc.) I want to go to a practice that is personal, where I'm not treated like my case file number and shuttled through the appointment schedule like a soldier being inducted into the army. I want people to say my name, introduce themselves and tell me what role they play in the process, what they'll be doing, and then what is likely to happen next. I don't like surprises...

I want to work with people who are being people, behaving in ways that are genuine for them, making conversation (not idle chit-chat), and demonstrating a true concern for my feelings and the situation I'm presenting them with.

I know that's a tall order, but I don't really care about the decor of a place. It's the vibe, the warmth, the connection I respond to and usually that tone is set by the people who work there.

[turtlecookie]

I would agree that it's the people who set the tone of the workplace. I like it when they remember my name, or at least my pet's name. (Of course, they wouldn't know either on my FIRST visit.) Decor doesn't matter, but things like cleanliness and organization do. I like to be greeted, or at least acknowledged, when I go somewhere for the first time (or second or third.) Usually, in the situation of going to a vet, even a new one, I have an appointment so they should at least have a clue of who I might be. Warmth and friendliness make you want to come back to a place.

turtlecookie

[Dana]

Thank you Turtlecookie and Laurel...I can see why the quality of the people working in the hospital would override the decor or cleanliness of the building.